Dublin Airport's new integrated experience
We have worked with Dublin Airport for 10 years creating the digital backbone to support these millions of passengers, using digital to deliver a great passenger experience and enhancing communications inside and out.
Dublin Airport is the leading gateway into the Republic of Ireland, hosting over 31 million passengers in 2019. “It’s often the first hello and the last goodbye. So, there are many emotional experiences happening in Dublin Airport.” said Sinead Quish, Head of Consumer Marketing, Dublin Airport.
Challenge
Dublin Airport’s website is key to providing passengers with fast access to information. With the increasing usage of mobile devices, they decided they required a mobile-first design and they decided to consolidate the number of microsites using Progress® Sitefinity®. The expectation was to deliver uninterrupted performance to ensure a seamless end-user and customer experience, which we achieved.
Solution
We harnessed Sitefinity to develop a modular/component structure to manage shared content across the site, from FAQ’s and safety, to travel information and downloadable content. This allowed Dublin Airport to centrally manage, update their content and easily distribute it across channels. The platform has delivered the scalability, feature set and product roadmap that has enabled the Airport to continuously deliver an integrated suite of services.
Ease of integration was another requirement and key integrations with third-party systems spanned APIs managing flight information—including arrivals and departures, online payments and API’s to parking, airport security and lounge bookings. The new website content and design was also coordinated with its revamped mobile app, streamlining the customer journey across desktop and mobile to deliver a true omnichannel experience.
The project further addressed key areas of concern including load balancing, roles and permissions, content analysis, personalization and workflows.
Results
The new site and new user experience now centered around the needs and preferences of customers. Our partnership with Dublin Airport has resulted in significant increases in page traffic and referrals to third-party booking systems. Mobile traffic increased from 65% of all average monthly traffic to nearly 75%, a testament to the improved mobile experience.
In January 2020, Dublin Airport won recognition from ImmuniWeb as one of the three most secure international airports which was a great achievement. While 97/100 international airports have security, risks related to vulnerable web and mobile applications, Dublin Airport ensures customer security and safety using Sitefinity.
Having the Dublin’s Airport Club site merged into the website, business travelers could now purchase services without ever leaving the airport website. This omnichannel experience had an immediate positive impact on online sales – growing mobile revenue by nearly 40%.
Sinead summed it up perfectly, “We now have an integrated digital ecosystem because of our mobile-first Dublinairport.com, key marketing database and app integrations and Sitefinity. It’s revolutionized how we communicate with customers.”
Download our case study and contact us if you have any questions.